PACE Negotiation & Closing Techniques 3

Question 1

Concession strategy in negotiation suggests you should:

Accepted Answer

Make concessions progressively smaller to signal a limit

Answer

Decreasing concession size signals you are approaching your limit and trains the customer to accept smaller gains.

Question 2

Which scenario best illustrates an 'impasse' in a customer negotiation?

Accepted Answer

Both parties have stated positions and neither is willing to move

Answer

An impasse occurs when both parties reach a standstill with no apparent path forward.

Question 3

The 'feel, felt, found' technique is primarily used to:

Accepted Answer

Acknowledge objections by sharing how others overcame similar concerns

Answer

'Feel, felt, found' normalizes the customer's objection and redirects using a relatable third-party success story.

Question 4

When a customer claims a competitor offers a lower price, the BEST negotiation response is to:

Accepted Answer

Question whether the competitor offer is truly comparable, then highlight your unique value

Answer

Verifying comparability and reinforcing unique value prevents unnecessary discounting while maintaining credibility.

Question 5

The 'now or never' close is most appropriately used when:

Accepted Answer

A genuine time-limited offer or inventory constraint exists

Answer

The 'now or never' close is only ethical and effective when a real deadline or scarcity condition exists.

(PACE) Professional Association for Customer Engagement Certification Practice Test